Onsite Patient Experience Rep - Urology

Boston Children's Hospital; Waltham (MA); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Sign-on bonus

Job summary

Boston Children's Hospital in Waltham is seeking a Patient Experience Representative I to support administrative operations and coordinate services for patients and families. This role emphasizes professional communication, empathy, and accuracy in processing demographics, insurance, and referrals.

Under supervision you will greet patients, screen and direct, schedule encounters, and support shift handoffs, with opportunities to participate in process improvements and patient portal enrollment.

Qualifications

• Basic customer service experience or willingness to learn.
• Clear, effective oral and written communication with patients and families.
• Ability to work with diverse internal and external constituencies.
• Demonstrates attention to detail and accuracy.

Responsibilities

• Provides positive customer service to patients, families, and visitors and routes complex issues to supervisors.
• Greets, screens, directs, and registers patients; enrolls patients in the patient portal.
• Collaborates with providers and practices to manage complex patient issues; may rotate in call centers.
• Schedules patient encounters and procedures, monitors daily schedules, and coordinates flow to improve patient experience.
• Prepares for and attends shift handoffs and team huddles.
• Collects and processes demographics, insurance/payment, referral info, and clinical documentation; obtains authorizations and verifications.
• Collects co-payments, reconciles deposits, and maintains records in hospital systems.
• Transcribes treatment and billing data and communicates with other departments.
• Answers, screens, and routes calls; triages urgent calls and initiates emergency services when required.
• Maintains calendars and supports logistics for departmental programs and presentations.
• Participates in process improvement initiatives and supports system changes.

Skills

Customer service

Communication

Empathy

Attention to detail

Computer skills

Education

High School Diploma/GED

Job description

Boston Children's Hospital in Waltham is seeking a Patient Experience Representative I to support administrative operations and coordinate services for patients and families. This role emphasizes professional communication, empathy, and accuracy in processing demographics, insurance, and referrals.

Under supervision you will greet patients, screen and direct, schedule encounters, and support shift handoffs, with opportunities to participate in process improvements and patient portal enrollment.